Our customer service solutions include comprehensive business and consumer support functions as well as services for contact center operations. Each day, we interact with thousands of customers in relation to account service, billing inquiries, technical and claims support. With our call abandonment rate below 1%, we successfully and seamlessly build brand equity with each customer touch point, while transforming services to sales.
Contact Services for Members
In US health care industry, members are those covered in a health insurance plan. Our contact center executives possess excellent communication skills and an in-depth understanding of the health care domain. They are trained and groomed before being exposed to live interaction with our members. Our ongoing training empowers agents to take challenges in their stride and execute them with dexterity and precision.
Our team of enrollment specialists aid prospective members in making informed choices about plans that are best suited to their needs. Once the plans are chosen, our seasoned customer service representatives engage client beneficiaries in telephonic conversations, verifying their personal details, enrollment statuses and plans. Our advisors, with astuteness and politeness, respond to our members’ queries with regards to Appeals and Grievances, ensuring prompt and smart resolution of problems.
Our Services to Members:
Enrollment Calls for New Members
Outbound Verification Calls
Resolution of Complaints
Grievances and Appeals
Answering Queries, raised by Members, including: Eligibility, Coverage of Benefits Determination, Member Communication, Plan Comparison, Claims Status, Premium Billing etc
Contact Centre Services for Providers
Our agents, with diversified skill sets, offer accurate and insightful information about liability insurance and risk management to health care specialists as well as counseling professionals, including: Counselors, Occupational Therapists, Physical Therapists, Fitness Professionals and Pharmacists, ensuring their satisfaction and fulfilling their specifications.
Apart from routine functionalities, our team is capable of multifaceted operations such as telemarketing and sales. It also works hand-in-hand with our analysts, helping them take prudent decisions and is associated with survey projects on healthcare products, from time to time.
Our Services to Providers:
Member Eligibility
Status of Claims and Providers
Inquiries and Contracts of Providers
Improving Customer Retention
Sun Knowledge harmoniously blends tactical Retention strategies and operational efficiency with evidence-based decisions to help clients drive up profits, while nurturing their existent customer base. We use the following best practices:
Efficient Allotment of Resources enhancing Retention
Enhanced Agent Save Rates
Precision in Recognition of High-Risk Prospects
Quality Assurance
At Sun Knowledge, the clients and beneficiaries are assured high quality services, at every point. The customer services team follows a stringent Quality Assurance program consisting of the following:
Monitoring the Calls of Agents on a Monthly Basis
Monthly Provision of Feedback and Creation of Reports on Individual Agent Performances
Evaluation of Soft Skills and Process Knowledge of Individuals
Extensive Training Sessions
Written and Practical Assessments before any Agent goes Live
Report Generation
We make sure that our reports are generated, as per the guidelines of Medicare as well as internal performance requirements. Most of the reports, generated by our customer service representatives, focus on:
Number of Calls Per Day and Details of the Agent, taking the Calls
Average Call Handling
After Call Work
Break Timings
Number of Login Hours
Number of Calls answered within the first 30 seconds
Average Call Hold Time
Percentage of Abandoned Calls
Disparity Report on the number of Calls attended against the number of Logged Calls
